Frequently Asked Questions
Everything customers usually ask before ordering. If your question is not here, please contact us.
Delivery
Do you deliver outside Dhaka?
Yes. We deliver across Bangladesh. The delivery charge depends on your district — you will see the exact charge on the checkout page before you confirm, and the full list is on our Delivery page.
How long does delivery take?
Inside Dhaka, delivery usually takes 1–2 days. Outside Dhaka, it usually takes 2–4 days.
We will tell you the expected date when we call to confirm your order. If anything delays your parcel, we contact you rather than leaving you waiting.
How much is the delivery charge?
It depends on where you are — the charge for each parcel is listed on our Delivery page. Every item ships as its own parcel, so an order of two items has two delivery charges. You will always see the exact total on the checkout page before you confirm anything.
Why is there a delivery charge for each item?
Each item is packed and shipped as its own parcel, so each one has its own delivery charge. The checkout shows the exact total — products plus every delivery charge — before you confirm, and that is exactly what you pay the courier.
Ordering
How do I place an order?
Open the product you want and press Order Now. Fill in your name, mobile number and delivery address, then press Confirm Order. You do not need to create an account.
After you submit the order, our team calls or messages you on the number you gave to confirm the details before we send the parcel.
How can I track my order?
Go to Track Order and enter your order number together with the mobile number you ordered with. You will see the current stage of your order, from placed through to delivered.
Your order number looks like BK7F3K2M and is shown on the confirmation screen right after you order.
Can I cancel or change my order?
Yes, as long as the parcel has not already been handed to the courier. Call or message us on 01790-166212 with your order number and we will cancel or update it.
Do you have a physical shop?
No. Ponnya is an online-only shop, so there is no shop or showroom to visit. You can order here on the website, or call or WhatsApp us, and we deliver to your door anywhere in Bangladesh with cash on delivery.
Payment
Do you offer Cash on Delivery?
Yes. Cash on Delivery is our standard payment method — you pay the courier when the parcel reaches you. There is no advance payment and no online payment required.
Returns & Refunds
What happens if I receive a damaged or wrong product?
Check your parcel in front of the delivery person before you pay. If the product is damaged, wrong or incomplete, don't accept it — you pay nothing. If you can, call us while the courier is still there.
The full policy is on our Return & Refund page.
Can I check the product before paying?
Yes, and we encourage it. Check that the product matches what you ordered and that nothing is damaged before you hand over the money. If something is wrong, do not accept the parcel — you pay nothing. Call us while the courier is still there and we will sort it out.
Support
How can I contact support?
Call or WhatsApp us on 01790-166212, or email hello@ponnya.com. We reply during our support hours — all the details are on our Contact page.